What is Dialpad Workforce Management (WFM)?
    • 08 Nov 2024
    • 1 Minute to read
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    What is Dialpad Workforce Management (WFM)?

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    Article summary

    In mid-October, the acquisition of Surfboard, a cloud-native workforce management solution provider, was announced. This integration enhances the contact center as a service offering, providing a comprehensive Ai-powered customer communications platform with workforce management tools. Dialpad WFM seamlessly integrates with various systems to optimize staffing and resources for support teams. It offers forecasting, scheduling, performance analytics, and reporting features, allowing organizations to streamline operations and improve customer experiences. The platform includes tools for capacity planning, staffing heatmaps, scenario planning, scheduling, and performance monitoring. With features like automatic shift scheduling, round-robin rotations, and real-time edits, Dialpad WFM aims to help support leaders focus on coaching agents and enhancing customer service.

    Best-in-class WFM

    In mid-October, we announced our acquisition of Surfboard, a leading cloud-native workforce management solution provider. We’ve invested heavily in expanding our contact center as a service (CCaaS) offering, and Surfboard’s WFM platform makes it more comprehensive than ever. This integration will allow us to provide a best-in-class Ai-powered customer communications platform paired with native workforce management tools and insights.

    Integrates seamlessly with Dialpad

    Dialpad WFM helps support teams streamline and consolidate their operations with tools for scheduling, forecasting, and performance analytics. By integrating seamlessly with existing systems—such as voice and digital service providers, ticketing systems, HR platforms, and calendar tools—Dialpad WFM enables organizations to optimize staffing and resources as business needs evolve, allowing support leaders to focus on coaching agents and improving customer experiences.

    Offers one tool for everything

    Forecasting and capacity planning:

    • Long and short-term staffing forecast

    • Staffing heatmaps

    • Scenario planning

    • Backlog management

    • Seasonal adjustments

    Scheduling:

    • Automatic shift and activity scheduling

    • Round robin rotations

    • Schedule change requests

    • Agent availability

    • Bulk and real-time edits

    Performance:

    • Adherence

    • Occupancy

    • Productivity

    • Average interaction time

    • Verify with ticket URLs

    Reporting:

    • Utilization

    • Time and adherence

    • Timesheet exports

    • Shrinkage analysis

    • Agent distribution

    Any questions? Reach out to our Sales or Support team.


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